Data Return APIs

Obtain detailed records via API.

Data Return APIs allow you to work with Feedback, service recovery, and QA data outside of the Agent Connect environment. This guide covers the basics of authentication and the available endpoints, with more information available in our API documentation.

Authentication

Data Return APIs use API keys and a JSON Web Token (JWT) for authentication.

API Key

Each client is provided two API keys (one test key and one production key). These keys can be generated and retrieved within Agent Connect on the Integrations settings page (Settings > Integrations).

integrations settings page
Important:

  • All requests that are not authenticated properly will fail.

  • Requests must be made over HTTPS, not plain HTTP.

JSON Web Token (JWT)

You will need a mechanism within your environment to generate a JWT from your API credentials. JWT is an industry standard token-generation mechanism and is available for all programming environments. Details for your environment can be found at https://jwt.io.

A JWT, signed with your company's API secret using HMAC SHA256, and containing a valid IAT claim, must be provided via the Authorization header. Your company's API key must be provided via the x-api-key header.

Both headers are required, as demonstrated below:

Authorization: <JWT>
x-api-key: <API Key>

Endpoints

The following Data Return endpoints are available:

QA Reviews

Retrieve reviews from any time period for which you have been using Agent Connect QA, up to 1,000 records.

See the QA Reviews API documentation for more information.

QA Audits

Retrieve audits from any time period for which you have been using Agent Connect QA, up to 1,000 records.

See the QA Audits API documentation for more information.

QA Calibrations

Retrieve calibrations from any time period for which you have been using Agent Connect QA, up to 1,000 records.

See the QA Calibrations API documentation for more information.

Feedback survey responses

Retrieve survey responses and service recovery data, including custom properties.

See the Feedbacks v2 API documentation for more information.